Customer Service Representative

Responsibilities

• Takes customer orders either directly from customers or sales representatives.
• Places orders on a timely basis for purchases of materials and supplies to be used in production.
• Processes billing.
• Handles customer complaints and questions and follows up with appropriate internal personnel as required.
• Maintains customer files.
• Processes new items.
• Processes purchase orders.
• Coincides accounting credits.
• Records and distributes customer order changes.
• Faxes confirmations to customers.
• Affords assistance to sales personnel as appropriate and assists in generating supplemental sales.
• Tracks warehouse items to ensure availability and that agreed-upon minimum/maximum levels are followed.
• Analyzes monthly usages and re-stocks per customer.
• Complies with company policies and procedures.
• Additional duties as assigned by management.

Requirements

• High school diploma or GED.
• Prior experience working in a manufacturing environment preferred.
• Computer data-entry experience preferred.
• Experience in the corrugated box industry preferred.
• Excellent communication skills.
• Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to add, subtract, multiply, divide in all units of measure.
• Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.

Qualifications

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form.
• Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.

Skills

• Application knowledge and skill for computer data entry.
• Application knowledge of products and production processes.
• Quality standards – both ISO and QS.

Physical Demands

• Employee is regularly required to walk and talk and hear, stand, and sit.
• Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work environment is usually loud.

Performance Measurements

• Operating standards - The employee will need to meet or exceed the Operating Standards set in the area of sales and customer service.
• Personal growth - Professional goals will be developed and agreed to by the representative and supervisor each year.
• Employee relations - Behaviors associated with appropriate human interaction, respect, and communication will be evaluated.
• Creativity - Active participation in advancing the business through new and innovative ideas will be evaluated.